FAQ & Support 
Pre-Sale Questions (DSL)
- How do I sign up?
- Is my information safe with Worldline?
- How can I tell if Worldline internet service is available in my area?
- Can I use your residential DSL services for my business?
- What's included with my DSL internet account?
- How fast will my DSL internet be?
- How long does it take for my service to become active after I sign up?
- Do your DSL packages include installation?
- Will my Worldline DSL speed fluctuate during "peak hours"?
- How can I setup or change my email addresses with Worldline?
- Is any anti-virus or anti-spam scanning included with my Worldline email?
- Can I talk on the phone while I use my Worldline DSL?
- If I travel to another city, or move, can I bring my modem with me for service?
- What payment methods do you accept, and how often am I billed?
- Can I cancel at any time?
Simply call our local customer support number and one of our sales reps will be glad to assist you!
Is my information safe with Worldline?
Yes! We have a very strict privacy policy. We do not share any of your information with anyone. Please refer to our privacy policy for more information.
How can I tell if Worldline internet service is available in my area?
If you are unsure if Worldline internet service is available in your area, please contact our sales team via email or phone. You will need to provide your address and phone number so we can check if you qualify.
Can I use your residential DSL services for my business?
Our residential DSL services can only be applied to residential phone lines. Please contact our offices for more information about the competitively priced business services we offer.
What's included with my DSL internet account?
Your DSL account includes unlimited downloads, up to 10 @worldline.ca email addresses, back-up dial-up access and access to our support team if you have any problems or questions. Select DSL bundles may also include our Call Canada or Call The World long distance plans.
How fast will my DSL internet be?
Your DSL internet will be up to 5Mbps download speed (select areas may qualify for up to 10Mbps service). DSL internet speeds will vary based on location and the length of the phone line between your residence and your local phone company hub.
How long does it take for my service to become active after I sign up?
After you sign-up your service will take up to 7 to 10 days to be ready for use. There may be delays if the telephone company has an installation problem. To avoid delays, please be sure to always provide complete and accurate information during sign-up.
Do your DSL packages include installation?
If you are ordering only DSL service, a self-install package will be included with your modem. This package is very easy to setup yourself and will only take a matter of minutes to complete. If you require assistance with this installation, we can send a Worldline approved installer to your location for a nominal charge. If you are purchasing a bundle that includes DSL and home phone service, then you will get free on-site installation of your bundled services in major city centers.
Will my Worldline DSL speed fluctuate during "peak hours"?
With Worldline DSL you have a dedicated line that isn't shared with anyone else in your neighbourhood. The available bandwidth to your residence should always be the same no matter what time of the day it is.
How can I setup or change my email addresses with Worldline?
If you would like to setup or modify one of your included @worldline.ca email addresses please contact our customer care team.
Is any anti-virus or anti-spam scanning included with my Worldline email?
Basic anti-spam and anti-virus scanning is included for all Worldline email accounts. We highly recommend that you keep an up-to-date anti-virus program on your computer, and avoid opening emails from unknown sources. Also exercise caution when providing your email to websites or newsletters - we recommend setting up a second email address for this purpos to keep your personal email address for messages only from friends and family.
Can I talk on the phone while I use my Worldline DSL?
Unlike dial-up internet, which ties up your phone line while you surf the web, DSL internet does not. Every device in your house that connects to a phone line must have one of the included filters connected to it. This includes corded phones, cordless phones, fax machines, alarm systems, digital TV boxes, etc. Two filters are included with your installation kit. Additional are available from our sales team for a low cost.
If I travel to another city, or move, can I bring my modem with me for service?
Your DSL service is specifically tied to the physical phone line in your residence. You can take your Worldline DSL service with you to any city in our coverage area. Please call us as to inform us of your address change at least 7 business days before you move to allow time for the line to be installed at your new residence. A $25 administration fee will apply when moving your DSL service to a new address.
If you are travelling to a city within our coverage area, you may wish to use the free dial-up access we include with your DSL account to connect on the go.
What payment methods do you accept, and how often am I billed?
Worldline DSL service is billed on a monthly term. We currently accept credit card and pre-authorized debit (PAD).
We hate to say goodbye, but since you aren't in a contract we only require that you call us 30 days in advance to provide verbal notice that you'd like to have your account closed. If you're leaving for an extended period of time but would like to resume service at a later date, you may opt to have us suspend your account until you return.
